Zoho Desk organizes tickets and activities into views—both pre-defined and custom—to help your team filter and prioritize work efficiently. Understanding how to access and list all available views is essential for streamlining your support workflow.
Why this matters
Your support team likely works with multiple views to manage different ticket statuses, priorities, and assignments. If you're new to Zoho Desk or managing a team, knowing where to find all views—including both default and custom ones—prevents agents from missing tickets and ensures consistent access to the right information. This is particularly important when handling shared tickets across departments or when you've created specialized views for specific workflows.
Step-by-step
Step 1. Log in to your Zoho Desk account and navigate to the main dashboard.
From here, you'll see the left sidebar where all views are organized. Zoho Desk provides a list of pre-defined task views and allows you to create custom ones tailored to your needs.[6]
Step 2. Look for the Views section in the left navigation panel.
Your Zoho Desk interface displays both default views (such as Open Tickets, Shared Open Tickets, and Activities-related views) and any custom views your team has created. The sidebar consolidates these for quick access.[^5,6]
Step 3. Review pre-defined views available in your instance.
Zoho Desk comes with built-in views designed for common support scenarios. For example, you can see a list of tasks that have been completed, or a list of tasks that are due today.[6] These help agents quickly locate records without manually filtering every time.
Step 4. Check for custom views your team has built.
If your organization has created custom list views to filter records based on specific criteria, these will also appear in your views list.[6] Custom views are useful when you need to combine multiple filter conditions—for instance, viewing all open tickets assigned to a specific agent or department.
Step 5. If you have many views, consider organizing them.
Over time, teams accumulate numerous custom views. If you need to trim down the number of custom views to quickly locate and retrieve the most used ones, Zoho Desk allows you to archive views that are no longer needed.[6] This keeps your sidebar clean and focused on active workflows.
Note: Beam Help provides independent expert support for Zoho and is not official Zoho support. If you need to combine tickets from multiple departments (such as viewing both your team's open tickets and shared tickets from other departments in one view), you may need to create a custom view with appropriate filter criteria, though some limitations may apply depending on your Desk configuration.[5]
Common pitfalls
- Switching between multiple views: If your team currently switches between separate views like "Open Tickets" and "Shared Open Tickets," you may want to explore creating a unified custom view. However, be aware that filtering by status alone may not automatically include shared tickets—you may need to adjust your filter criteria or consult your admin about cross-department ticket visibility.[5]
- View clutter: Accumulating too many custom views over time can make it harder to find the ones you actually use. Regularly review and archive outdated views to maintain a clean interface.[6]
What to check
- Verify that all views your team needs are visible in the left sidebar and accessible to the appropriate agents.
- Confirm that custom views are filtering records correctly according to your team's workflow requirements.
- Review whether any views should be archived or hidden to reduce navigation clutter.